EP1627279A2 - Systeme et procede de gestion de demandes de services - Google Patents

Systeme et procede de gestion de demandes de services

Info

Publication number
EP1627279A2
EP1627279A2 EP04750707A EP04750707A EP1627279A2 EP 1627279 A2 EP1627279 A2 EP 1627279A2 EP 04750707 A EP04750707 A EP 04750707A EP 04750707 A EP04750707 A EP 04750707A EP 1627279 A2 EP1627279 A2 EP 1627279A2
Authority
EP
European Patent Office
Prior art keywords
service
recited
work order
service providers
requestor
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP04750707A
Other languages
German (de)
English (en)
Other versions
EP1627279A4 (fr
Inventor
Jeffrey P. Leventhal
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Onforce Inc
Original Assignee
Leventhal Jeffrey P
Onforce Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Leventhal Jeffrey P, Onforce Inc filed Critical Leventhal Jeffrey P
Publication of EP1627279A2 publication Critical patent/EP1627279A2/fr
Publication of EP1627279A4 publication Critical patent/EP1627279A4/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/20—Administration of product repair or maintenance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/10—Payment architectures specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
    • G06Q20/102—Bill distribution or payments
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/04—Billing or invoicing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]

Definitions

  • the subject invention relates generally to a system and method for managing requests for services.
  • service requests directed to computer, computer peripheral, and/or computer network repair while many such companies do have full-time IT support staffs in their larger offices (e.g., 50 employees or more), smaller branch offices, which use the same technology and systems as their larger counter-part offices, typically lack full-time, on-site IT assistance.
  • employing full-time, on-site IT personnel at such locations is generally not feasible given the associated costs.
  • these smaller branch offices must rely on support from a centralized help desk, engage local IT companies/consultants, and/or contract with a computer service firm that claims to have national coverage.
  • a company can contract with a large service provider company, for example, IBM, EDS or CSC.
  • large service providers can deploy services that are generally consistent around the country and the contracting company would have only one vendor with one price for parts and labor, these contracts are usually limited in scope and extremely costly.
  • service contracts usually cover only hardware and act like extended warranties.
  • the hourly rates can become exorbitantly high.
  • the most comprehensive on- site contracts still leave open ends for equipment covered under warranty, software problems, new system roll-outs and other upgrades.
  • SUMMARY For use in providing an improved system and method for managing service requests, described hereinafter is a system and method capable of controlling, building, and deploying a scalable workforce to solve service related problems quickly and efficiently. More particularly, the subject system and method allows any business to create and manage a service department. In a described system, the creation and management of the service department is conveniently performed via the Internet. The subject system may also be used by a service requestor to monitor and pay for services. To this end, the subject system maintains information concerning capabilities and availabilities (e.g., geographic and/or time) of a plurality of service providers which information is viewable by service requestors.
  • capabilities and availabilities e.g., geographic and/or time
  • a work order is created and routed to one or more of the service providers for the purpose of having one or more of the selected service providers indicate an acceptance of the work order.
  • the service providers may be automatically selected using the information maintained within the system (as a function of the requirements set forth in the service request) or may be manually selected, for example, by the service requestor. Payment may be made to the selected service provider using a fund associated with the service requestor and managed by the system.
  • Figure 1 illustrates a block diagram of an exemplary computer system in which the principles of the subject invention may be employed
  • Figure 2 illustrates a flow chart diagram of an exemplary method for managing service requests
  • Figure 3 illustrates a process flow diagram of an exemplary method for managing service requests
  • Figure 4 illustrates a further process flow diagram of the exemplary method for managing service requests with a particular focus on the service requestor
  • Figure 5 illustrates a further process flow diagram of the exemplary method for managing service requests with a particular focus on the service provider
  • Figures 6 - 8 illustrate exemplary screen shots of Web pages by which a client service provider may register with the subject system
  • Figure 9 illustrates an exemplary screen shot of a Web page by which a service requestor may indicate a desire to have a service request fulfilled
  • Figure 10 illustrates an exemplary screen shot of a Web page for use in managing a service provider on-line office
  • Figure 11 illustrates an exemplary screen shot of a service provider rating.
  • a network system in which the subject system and method may reside is illustrated by way of example in Fig. 1.
  • a Command Center 20 illustrated in the exemplary form of a computer system, is provided to manage service requests in a manner that will be described in greater detail hereinafter. While described and illustrated as a single computer system, it is again emphasized that the Command Center 20 may be implemented such that tasks are performed by various processing devices that are linked through a communication network such as the Internet, LAN, or the like.
  • the Command Center 20 preferably includes a processing unit 22 and a system memory 24 which may be linked via a bus 26.
  • the bus 26 may be a memory bus, a peripheral bus, and/or a local bus using any of a variety of bus architectures.
  • the bus 26 may include an architecture having a North Bridge and a South Bridge where the North Bridge acts as the connection point for the processing unit 22, memory 24, and the South Bridge.
  • the North Bridge functions to route traffic from these interfaces, and arbitrates and controls access to the memory subsystem from the processing unit 22 and I/O devices.
  • the South Bridge in its simplest form, integrates various I/O controllers, provides interfaces to peripheral devices and buses, and transfers data to/from the North bridge through either a PCI bus connection in older designs, or a proprietary interconnect in newer chipsets.
  • the system memory 24 may include read only memory (ROM) 28 and/or random access memory (RAM) 30. Additional memory devices may also be made accessible to the Command Center 20 by means of, for example, a hard disk drive interface 32, a magnetic disk drive interface 34, and/or an optical disk drive interface 36. As will be understood, these devices, which would be linked to the system bus 26, respectively allow for reading from and writing to a hard disk 38, reading from or writing to a removable magnetic disk 40, and for reading from or writing to a removable optical disk 42, such as a CD/DVD ROM or other optical media.
  • the drive interfaces and their associated computer-readable media allow for the nonvolatile storage of computer readable instructions, data structures, program modules and other data for the Command Center 20.
  • Examples of such media devices include, but are not limited to, magnetic cassettes, flash memory cards, digital videodisks, Bernoulli cartridges, random access memories, nonodrives, memory sticks, and other read/write and/or read-only memories.
  • a number of program modules may be stored in one or more of the memory/media devices.
  • a basic input/output system (BIOS) 44 containing the basic routines that help to transfer information between elements within the Command Center 20, such as during start-up, may be stored in ROM 24.
  • the RAM 30 and/or the hard drive 38 may be used to store computer executable instructions comprising an operating system 46, one or more applications programs 48, other program modules 50, and/or program data 52.
  • a user may enter commands and information into the Command Center 20 through input devices such as a keyboard 54 and/or a pointing device 56. While not illustrated, other input devices may include a microphone, a joystick, a game pad, a scanner, etc. These and other input devices would typically be connected to the processing unit 22 by means of an interface 58 which, in turn, would be coupled to the bus 26. Input devices may be connected to the processor 22 using interfaces such as, for example, a parallel port, game port, firewire, or a universal serial bus (USB). To view information from the Command Center 20, a monitor 60 or other type of display device may also be connected to the bus 26 via an interface, such as video adapter 62. In addition to the monitor 60, the Command Center 20 may also include other peripheral output devices, not shown, such as speakers and printers.
  • input devices such as a keyboard 54 and/or a pointing device 56. While not illustrated, other input devices may include a microphone, a joystick, a game pad, a scanner, etc. These and other input
  • the Command Center 20 For operating in a networked environment, such as the internet, the Command Center 20 utilizes logical connections to one or more remote processing devices, such as client computer 64, technician computer 66, database computer 68, and/or financial institution computer 70.
  • remote processing devices such as client computer 64, technician computer 66, database computer 68, and/or financial institution computer 70.
  • the remote processing devices may be any type of device having processing capabilities and/or the ability to establish a communication link with the Command Center 20 such as, for example, a cellular telephone.
  • the illustrated processing devices need not be implemented as a single device but may be implemented in a manner such that the tasks performed by the various processing devices are distributed to a plurality of processing devices linked through a communication network.
  • the remote processing devices may include many or all of the elements described above relative to the Command Center 20 including the memory storage devices and a display device.
  • the connection between the Command Center 20 and the remote processing devices is typically made through a further processing device 72 that is responsible for network routing.
  • program modules depicted relative to the Command Center 20, or portions thereof may be stored in the memory storage devices of the remote devices.
  • interface devices may also be used to establish links with devices lacking processing power, for example, an interactive voice response (“IVR”) system may be used to allow a conventional telephone to be interfaced with the Command Center 20.
  • IVR interactive voice response
  • acts and symbolic representations of operations will be performed by the processing devices illustrated in Fig. 1.
  • acts and operations which are at times referred to as being computer-executed, include the manipulation by the processing devices of electrical signals representing data in a structured form. This manipulation transforms the data or maintains it at locations in the memory system, which reconfigures or otherwise alters the operation of the processing devices 20, 64, 66, 68, and 70 in a manner well understood by those of skill in the art of computer systems.
  • the data structures where data is maintained are physical locations of the memory that have particular properties defined by the format of the data. Nevertheless, while described in the foregoing context, this description is not meant to be limiting as those skilled in the art will further appreciate that various acts and operations described herein may also be implemented in hardware.
  • the subject system and method may be implemented using a tiered architecture where one tier includes a front-end data base and Web applications running on Web server(s) that constitute an interface between users and the back-end of the system.
  • authorized users may access the system through a Web browser having a graphical user interface, for example, provided by a Java applet or as a common HTML page.
  • the Web application may be surrounded by a firewall.
  • the application logic would then constitute a further tier and may reside on a cluster of application servers including all of the capabilities necessary to support multiple transactions simultaneously.
  • the Command Center 20 is used to provide an essentially automated system to link service requestors, e.g., corporate help-desk managers, with service providers, e.g., computer repair technicians. To this end, the Command Center 20 operates to provide a networked supply chain management system by which a service requestor may choose, for example via the Internet, one or more service providers, monitor the work performed by the service provider, and remit payment to the service provider(s) as generally illustrated in Fig. 3.
  • a service requestor may choose, for example via the Internet, one or more service providers, monitor the work performed by the service provider, and remit payment to the service provider(s) as generally illustrated in Fig. 3.
  • the operator of the Command Center 20 would receive a fee on each transaction from one or both of the service provider (e.g., a percentage of invoice amount) and the service requestor (e.g., a flat fee). It is also contemplated that the operator of the Command Center 20 may provide fee services to companies whereby the operator of the Command Center 20 essentially functions as a centralized help desk and arranges for service providers to meet the needs of service requestors. For a service requestor to become a system client, the service requestor preferably registers with system, for example, by accessing a Web site maintained by the Command Center 20 using client computer 64 and by providing information requested by the Command Center 20.
  • This information may include, but need not be limited to, preferred fees, geographic locations, preferred service providers, preferred hours of availability, preferred certifications, identification of employees that are authorized access, etc.
  • the operator of the Command Center 20 may also require service requestor clients to deposits funds into an account accessible by the Command Center 20 for reasons that are described in further detail hereinafter. Management of deposit account funds may be performed directly by the Command Center 20 or the Command Center 20 may interact with one or more financial institution computers 70 for this same purpose as described, for example, in U.S. Patent Application Serial No. 10/692,181, entitled "System And Method For Managing Accounts Payable," which is hereby incorporated by reference in its entirety.
  • the registration of the service requestor as a client of the system addresses a need for companies to have a single point of contact and solves the problem of payments to, and management of, multiple vendors.
  • Registration information may be stored and accessed by the Command Center 20 directly or by means of cooperation with a database server computer 68.
  • service requestor clients will be able to link to the Command Center 20 to perform tasks such as, for example, updating and/or changing registration information, forming a web page, generating a service request, precisely identifying service personnel that the service requestor client desires to meet their service request, managing and following up on service requests, paying the service providers (e.g., requesting a withdraw against their deposit), negotiating service contracts, and/or providing feedback on each service provider.
  • service requestor clients may access the Command Center 20 by means of the Internet, e.g., by accessing a Web site page maintained by the Command Center 20, and/or through the use of APIs that function to directly interface client computer 64 with the Command Center 20.
  • the service provider For a service provider to become a client of the system, as illustrated in Fig. 5, the service provider also preferably registers with the system, for example, by accessing a Web site maintained by the Command Center 20 using technician computer 66 and by providing information requested by the Command Center 20.
  • the service provider may be requested to provide information to create an account with the Command Center 20 as well as infonnation that will become available via an on-line office to potential service requestors.
  • the Command Center 20 may collect information concerning a client service provider company and/or information concerning individual employees of the client service provider.
  • information collected during the registration process may include contact information for the company and/or individuals, employee skill sets, geographical locations for service areas, availability times, rates, response times, certifications, languages spoken, etc., as is particularly illustrated in Figs. 6 - 8.
  • Fig. 10 further illustrates a screen shot of an exemplary page whereby a service provider may manage their on-line office, e.g., to modify a company profile, add team members, change contact information, etc. In this manner, the system provides intuitive on-line tools for marketing each provider and managing workflow.
  • a service provider client will have the equivalent of an on-line office with the Command Center 20 which is accessible by service requestor clients. While information concerning a registered service provider client may also be viewable by the general public, i.e., a non-registered service requestor, such information is preferably limited to prevent a viewer from contacting the service provider outside of the system, e.g., contact information may be prevented from being displayed. Access to the on-line office can be made directly via the Command Center 20 and/or by the service provider client causing URLs relating to the service provider client to be redirected to their on-line office as maintained by the Command Center 20. Again, the on-line office preferably contains information that would be viewable by potential service requestors such that a potential service requestor can discern if a particular client service provider is appropriate for a given service need.
  • a client service requestor may contact the system for the purpose of creating a work order. For example, this may be performed by a service requestor supplying information to the Command Center 20.
  • this may be performed by a service requestor supplying information to the Command Center 20.
  • Command Center 20 may be contacted via any means such as, for example, accessing the Command Center 20 Web site via a processing device (e.g., client computer 64) contacting Command Center 20 personnel via telephone, PDA, facsimile machine, e-mail, paging network, radio telephone, or the like. In these latter instances, the Command Center 20 personnel may be required to then manually enter the service request information into the Command Center 20 for the purpose of allowing the Command Center 20 to create a work order.
  • An exemplary screen for creating a work order is illustrated by way of example in Fig. 9.
  • the Command Center 20 may cause a fee to be deducted from the account of the client service requestor, for example, as a prepaid retainer or transaction service fee. The fee may be deducted immediately or at some future time, such as upon completion of the service request.
  • the created work order may also be routed by the Command Center 20 to one or more client service providers.
  • a client service requestor may specify one or more intended recipients of the work order.
  • client service requestors may be provided with the ability to search the existing database of client service providers.
  • the Command Center 20 may identify one or more client service providers for the work order based upon information contained in the work order or otherwise specified by the client service requestor.
  • Information utilized to route work orders in this manner may include a desired or required skill set, hourly rate, availability, geographic location, response time, range or experience, certifications, spend limit, and/or client service provider rating. It will also be appreciated that the information utilized to route work orders may be pre- established by a client service requestor, for example during the registration process, or it may be supplied in connection with the request for services.
  • the Command Center 20 may cause work orders to be transmitted to one or more of a technician computer 66, telephone, PDA, facsimile machine, e-mail account, pager, etc. of a client service provider.
  • the recipient client service providers may then respond to the Command Center 20 to indicate a desire to answer the service request.
  • the client service provider that is first to respond to the Command Center 20 and which is qualified to perform work associated with the service request is awarded the service request contract.
  • a client service requestor may access the Command Center 20 to monitor all service logistics in real-time. For this purpose, any received service requests and/or work orders may be assigned a look-up number which would be transmitted to the service requestor.
  • the service requestor may then indicate the look-up number to access status information maintained by the Command Center 20.
  • information concerning the completed service request is provided by the client service provider to the Command Center 20 using any of the communication methodologies described previously.
  • the Command Center 20 may then issue a notification to the client service requestor which notification would contain information relevant to the completion of the service request/work order.
  • the service request/work order completion notification may be issued to the client service requestor by being transmitted to one or more of a client computer 64, telephone, PDA, facsimile machine, e-mail account, pager, etc. of the client service requestor.
  • the client service requestor may transmit a response to the Command Center 20 to confirm the completion of the service request and the satisfaction of the client service requestor with respect to the work performed.
  • the client service requestor may also authorize the Command Center 20 to convert the work order to an invoice so as to allow the Command Center 20 to access the account of the client service requestor for the purpose of issuing payment to the client service provider.
  • payment may be made electronically to an account of the client service provider, as described in U.S. Patent Application Serial No. 10/692,181, entitled "System And Method For Managing Accounts Payable," by alternative means such as the issuance of a check or the like.
  • a client service requestor may additionally access the Command Center 20 to complete a survey regarding the completion of the service request/work order by the client service provider.
  • Information collected in such a survey may then be used to ⁇ establish a rating for the client service provider for use in the future assignments of work orders, for example by providing an overall rating and ratings for one or more skill sets, punctuality, professionalism, etc. as illustrated in Fig. 11.
  • the system may allow for the service provider to request that the work order be renegotiated with the service requestor for the purpose of addressing these additional needs. This negotiation may be done via message exchanges through the system or done directly between the parties. In either case, the system should be notified as to any changes or alterations to the work order so as to allow for the updating of the work order to ensure proper accounting. It is also contemplated that, in this case, the parties may agree that the work order is completed for purposes of accounting only and that the service requestor will issue a further service request for the purpose of having the work completed in actuality.
  • the subject system and method has, among others, the advantages of: providing customers with a single point of contact, responsibility, and billing. It also has the advantage of providing a convenient means, e.g., the Internet, for accessing services. In the context of corporate customers, the system allows these customers to electronically control and monitor the service process; to choose service provider(s) in various regions - by certifications (e.g., by Dell, Compaq, Microsoft, etc.), by range of fees, by range of experience, etc., to insure proper and timely services throughout the United States, etc.
  • the subject system and method also has the advantage of providing service requestors with a generic catalog of services, possibly at substantially reduced prices. Still further, the subject system and method may allow access to certain providers of parts and/or providers of additional services that may be required.
  • the subject system and method has, among others, the advantage of providing for a steady flow of work (i.e., in the form of work orders) whereby service provider personnel will be able to better manage their daily schedules, receive payments and earn more consistent pay while providing faster response times to end users. While various concepts have been described in detail, it will be appreciated by those skilled in the art that various modifications and alternatives to those concepts could be developed in light of the overall teachings of the disclosure. For example, it is contemplated that service requestors and service providers may use information contained with the subject system to interact directly. Once service requestors and service providers are connected in this manner, the remaining functionality of this system will still be utilized so as to maintain centralized management of the service and payment process.
  • the concepts described herein may be used to manage provision of any type of services.
  • the subject system and method may be used to manage the placement of temporary employees, to manage the placement of nurses, etc. where the work order would request the services of the temporary employee, nurse, etc. (e.g., specifying a location, particular need, time, and the like.
  • the particular concepts disclosed are meant to be illustrative only and not limiting as to the scope of the invention which is to be given the full breadth of the appended claims and any equivalents thereof.

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Economics (AREA)
  • Strategic Management (AREA)
  • Theoretical Computer Science (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Physics & Mathematics (AREA)
  • Development Economics (AREA)
  • Marketing (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Educational Administration (AREA)
  • Game Theory and Decision Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

L'invention porte sur un système et sur un procédé de gestion de demandes de services, en particulier par le biais d'Internet. Le système conserve une information concernant des capacités et disponibilités d'une pluralité de fournisseurs de services tels que des techniciens de maintenance, des employés temporaires, des fournisseurs de soins de santé à domicile (comme des infirmières), et autre, ces informations pouvant être vues par des demandeurs de services. En réponse à la réception d'une demande de service par un demandeur, un ordre de travail est créé et envoyé à un plusieurs des fournisseurs de services dans le but d'avoir un ou plusieurs des fournisseurs de services sélectionnés pour indiquer l'acceptation de l'ordre de travail. Les fournisseurs de services peuvent être automatiquement sélectionnés à l'aide de l'information conservée dans le système ou peuvent être sélectionnés manuellement, par exemple, par le demandeur de service.
EP04750707A 2003-04-28 2004-04-27 Systeme et procede de gestion de demandes de services Withdrawn EP1627279A4 (fr)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US46597703P 2003-04-28 2003-04-28
US69219403A 2003-10-23 2003-10-23
US10/755,569 US20040220848A1 (en) 2003-04-28 2004-01-12 System and method for managing requests for services
PCT/US2004/012909 WO2004097575A2 (fr) 2003-04-28 2004-04-27 Systeme et procede de gestion de demandes de services

Publications (2)

Publication Number Publication Date
EP1627279A2 true EP1627279A2 (fr) 2006-02-22
EP1627279A4 EP1627279A4 (fr) 2006-12-06

Family

ID=33425182

Family Applications (1)

Application Number Title Priority Date Filing Date
EP04750707A Withdrawn EP1627279A4 (fr) 2003-04-28 2004-04-27 Systeme et procede de gestion de demandes de services

Country Status (5)

Country Link
US (2) US20040220848A1 (fr)
EP (1) EP1627279A4 (fr)
AU (1) AU2004235031A1 (fr)
CA (1) CA2535399A1 (fr)
WO (1) WO2004097575A2 (fr)

Families Citing this family (32)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8688764B2 (en) * 2001-08-22 2014-04-01 Intellectual Ventures Fund 83 Llc System, method and software product for ordering image products using images stored on a digital storage device from a plurality of order terminals
US20040201682A1 (en) * 2001-08-22 2004-10-14 Lou Chauvin System, method and software product for allowing a consumer to order image products over a communication network from a plurality of different providers
US7856406B2 (en) 2003-04-28 2010-12-21 Onforce, Inc. System and method for managing accounts payable and accounts receivable
US20060010019A1 (en) * 2004-05-26 2006-01-12 Phillips Scott H Method and system for providing customer service for a household appliance
US20060293570A1 (en) * 2005-06-24 2006-12-28 Croghan John E Methods and apparatus for remotely enabling personal independence
US20070136190A1 (en) * 2005-12-12 2007-06-14 Chuck Engle Electronic service procurement and invoicing system
US8463636B2 (en) * 2006-04-28 2013-06-11 Field Nation, Llc Field servicing
US20080312964A1 (en) * 2007-06-13 2008-12-18 Medshare Inc. System and Method for Electronic Home Health Care
US9852428B2 (en) * 2007-08-20 2017-12-26 Oracle International Corporation Business unit outsourcing model
US8538788B1 (en) 2008-04-02 2013-09-17 Onforce, Inc. System for work order refinement prior to acceptance and methods thereof
US8417552B2 (en) * 2008-07-17 2013-04-09 Sears Brands, L.L.C. Electronic select provider network
US20100017337A1 (en) * 2008-07-17 2010-01-21 Butler Rhett A Establishing a buyer/service provider relationship electronically
US20100017253A1 (en) * 2008-07-17 2010-01-21 Butler Rhett A Profiling service provider companies and technicians
US8655713B2 (en) * 2008-10-28 2014-02-18 Novell, Inc. Techniques for help desk management
US8438070B2 (en) * 2008-11-10 2013-05-07 Sears Brands, L.L.C. Exchanging value between a service buyer and a service provider
US8713146B2 (en) * 2009-03-27 2014-04-29 Ebay Inc. Change management automation tool
US9077736B2 (en) 2009-07-24 2015-07-07 Plumchoice, Inc. Systems and methods for providing a client agent for delivery of remote services
US8880895B2 (en) * 2009-10-29 2014-11-04 At&T Intellectual Property I, L.P. Methods, systems, and computer program products for recovering a password using user-selected third party authorization
US20110112863A1 (en) * 2009-11-01 2011-05-12 Gogineni Kamalakar C Routing a remote treatment plan request
WO2011053878A2 (fr) * 2009-11-01 2011-05-05 Radion Ehealth Collaboration Élaboration d'un plan de traitement de radiothérapie
US20140114706A1 (en) * 2009-11-23 2014-04-24 John Ford Blakely System and method for an automated concierge
US20110137696A1 (en) 2009-12-04 2011-06-09 3Pd Performing follow-up actions based on survey results
US20110213714A1 (en) * 2010-02-26 2011-09-01 Oracle International Corporation Service provider identifiers
US20110276443A1 (en) * 2010-05-05 2011-11-10 Oracle International Corporation Multi-resource services
US8170926B1 (en) 2011-02-01 2012-05-01 Jake Ackerman Method and system for instant redirection of an online consumer from a referring website to a vendor website
US20120239581A1 (en) * 2011-03-14 2012-09-20 Mosher Doyle W Scalable method and system for connecting, tracking and facilitating warranty, maintenance, service and replacement of products within a community of residential housing and/or commercial building inventories or units over a communications network
US9529635B2 (en) 2011-10-24 2016-12-27 Plumchoice, Inc. Systems and methods for configuring and launching automated services to a remote device
US20150278771A1 (en) * 2014-03-25 2015-10-01 David Milman Systems and methods for managing distributed sales, service and repair operations
US10417690B2 (en) * 2015-07-06 2019-09-17 Newstore, Inc. Method and system for order routing and management
CN109284881A (zh) * 2017-07-20 2019-01-29 北京嘀嘀无限科技发展有限公司 订单分配方法、装置、计算机可读存储介质及电子设备
US11763218B2 (en) * 2019-03-29 2023-09-19 Valet Living, Llc Method of providing client service
CN117176821A (zh) * 2023-11-02 2023-12-05 宁德时代新能源科技股份有限公司 服务请求处理方法、装置、系统、电子设备及存储介质

Family Cites Families (78)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4404639A (en) * 1980-12-02 1983-09-13 Chevron Research Company Automotive diagnostic system
US4630201A (en) * 1984-02-14 1986-12-16 International Security Note & Computer Corporation On-line and off-line transaction security system using a code generated from a transaction parameter and a random number
US4858143A (en) * 1986-09-25 1989-08-15 Bell-Northern Research, Ltd. Work ordering routine for use in a method of routing
US4846501A (en) * 1988-02-26 1989-07-11 Impact Business Forms Limited Work order set with integral I.D. tags
US5220501A (en) * 1989-12-08 1993-06-15 Online Resources, Ltd. Method and system for remote delivery of retail banking services
US5383113A (en) * 1991-07-25 1995-01-17 Checkfree Corporation System and method for electronically providing customer services including payment of bills, financial analysis and loans
US6006199A (en) * 1991-12-31 1999-12-21 International Business Machines Corporation Method and system for automated payment within a computer integrated manufacturing system
US5283829A (en) * 1992-10-01 1994-02-01 Bell Communications Research, Inc. System and method for paying bills electronically
US5465206B1 (en) * 1993-11-01 1998-04-21 Visa Int Service Ass Electronic bill pay system
US5787000A (en) * 1994-05-27 1998-07-28 Lilly Software Associates, Inc. Method and apparatus for scheduling work orders in a manufacturing process
US6058380A (en) * 1995-12-08 2000-05-02 Mellon Bank, N.A. System and method for electronically processing invoice information
US5799284A (en) * 1996-03-13 1998-08-25 Roy E. Bourquin Software and hardware for publishing and viewing products and services for sale
US5940807A (en) * 1996-05-24 1999-08-17 Purcell; Daniel S. Automated and independently accessible inventory information exchange system
US5864483A (en) * 1996-08-01 1999-01-26 Electronic Data Systems Corporation Monitoring of service delivery or product manufacturing
US5983200A (en) * 1996-10-09 1999-11-09 Slotznick; Benjamin Intelligent agent for executing delegated tasks
US6003078A (en) * 1996-11-15 1999-12-14 Canon Information Systems, Inc. Automatic service requests over the world wide web
US6041312A (en) * 1997-03-28 2000-03-21 International Business Machines Corporation Object oriented technology framework for accounts receivable and accounts payable
AU6947198A (en) * 1997-04-02 1998-10-22 Citibank, N.A. Method and system for standardizing and reconciling invoices from vendors
US6085976A (en) * 1998-05-22 2000-07-11 Sehr; Richard P. Travel system and methods utilizing multi-application passenger cards
US6012045A (en) * 1997-07-01 2000-01-04 Barzilai; Nizan Computer-based electronic bid, auction and sale system, and a system to teach new/non-registered customers how bidding, auction purchasing works
US5974146A (en) * 1997-07-30 1999-10-26 Huntington Bancshares Incorporated Real time bank-centric universal payment system
US6990458B2 (en) * 1997-08-28 2006-01-24 Csg Systems, Inc. System and method for computer-aided technician dispatch and communication
US6044362A (en) * 1997-09-08 2000-03-28 Neely; R. Alan Electronic invoicing and payment system
US6505164B1 (en) * 1997-09-19 2003-01-07 Compaq Information Technologies Group, L.P. Method and apparatus for secure vendor access to accounts payable information over the internet
JP3916749B2 (ja) * 1998-03-11 2007-05-23 富士通株式会社 仕事仲介装置及び記録媒体
US6397197B1 (en) * 1998-08-26 2002-05-28 E-Lynxx Corporation Apparatus and method for obtaining lowest bid from information product vendors
US6095477A (en) * 1999-02-16 2000-08-01 Pohlman; Jeff Work-order clip board
US7089208B1 (en) * 1999-04-30 2006-08-08 Paypal, Inc. System and method for electronically exchanging value among distributed users
WO2000070516A1 (fr) * 1999-05-15 2000-11-23 Ogilvie, John, W., L. Outils et techniques pour courtier automatique
US7096193B1 (en) * 1999-05-21 2006-08-22 Servicemagic, Inc. Facilitating commerce among consumers and service providers by matching ready-to-act consumers and pre-qualified service providers
US6978253B2 (en) * 1999-06-29 2005-12-20 Lin Wayne W Systems and methods for transacting business over a global communications network such as the internet
US7308426B1 (en) * 1999-08-11 2007-12-11 C-Sam, Inc. System and methods for servicing electronic transactions
US6738746B1 (en) * 1999-11-22 2004-05-18 International Business Machines Corporation System and method for ongoing supporting a procurement and accounts payable system
US6714915B1 (en) * 1999-11-22 2004-03-30 International Business Machines Corporation System and method for project designing and developing a procurement and accounts payable system
US7437304B2 (en) * 1999-11-22 2008-10-14 International Business Machines Corporation System and method for project preparing a procurement and accounts payable system
US6684191B1 (en) * 1999-11-22 2004-01-27 International Business Machines Corporation System and method for assessing a procurement and accounts payable system
US6687677B1 (en) * 1999-11-22 2004-02-03 International Business Machines Corporation System and method for deploying a procurement and accounts payable system
US20020019757A1 (en) * 2000-01-31 2002-02-14 Peter Dodt Online work order processing for the print industry
US20010034660A1 (en) * 2000-02-09 2001-10-25 Heinz Heumann Goods and services referring by location
CA2402993A1 (fr) * 2000-03-27 2002-07-25 Tfhc, Inc. Bavardage en reseau avec systeme integre de facturation
AU2001248164A1 (en) * 2000-03-31 2001-10-15 Mdsi Mobile Data Solutions, Inc. Enterprise scheduling system for scheduling mobile service representatives
US20040199466A1 (en) * 2000-05-03 2004-10-07 Ecardworld. Com, Llc, A Massachusetts Limited Liability Corporation Financial account management
US20020038233A1 (en) * 2000-06-09 2002-03-28 Dmitry Shubov System and method for matching professional service providers with consumers
WO2002003296A1 (fr) * 2000-06-29 2002-01-10 Dynamic Networks, Inc. Procede et systeme pour produire un reseau de commerce electronique
AU2001279130A1 (en) * 2000-08-01 2002-02-13 Qwest Communications International Inc. Performance modeling, fault management and repair in a xdsl network
US6419519B1 (en) * 2000-08-01 2002-07-16 Glenair Inc. Strain relief for electrical connectors
US7376616B2 (en) * 2000-08-16 2008-05-20 Robert Alan Neubert Method of maximizing accounts payable discounts
US7213064B2 (en) * 2000-11-18 2007-05-01 In2M Corporation Methods and systems for job-based accounting
US7080117B2 (en) * 2000-11-17 2006-07-18 Robert dePinto System and method for exchanging creative content
US20020065759A1 (en) * 2000-11-29 2002-05-30 Boies Stephen J. Automatically processing user requests for supplier services subject to excess demand using a flexible market based mechanism - systems, methods and program products
US6873222B2 (en) * 2000-12-11 2005-03-29 Com Dev Ltd. Modified conductor loaded cavity resonator with improved spurious performance
US20020073012A1 (en) * 2000-12-13 2002-06-13 Lowell Michael J. Vehicle service repair network
US7483856B2 (en) * 2001-01-17 2009-01-27 Xprt Ventures, Llc System and method for effecting payment for an electronic auction commerce transaction
US20020111842A1 (en) * 2001-02-09 2002-08-15 Jon Miles Work order management system
CA2354372A1 (fr) * 2001-02-23 2002-08-23 Efunds Corporation Systeme de paiements electroniques et d'authentification avec debit ayant la capacite de verifier l'identite et de traiter des cheques electroniques
US20020153134A1 (en) * 2001-04-23 2002-10-24 Newman Frederic M. Method of managing work orders at a well site
EP1263187B1 (fr) * 2001-04-23 2013-07-31 Koninklijke KPN N.V. Une architecture d'un fournisseur du service et procédé pour diffuser des services aux abonnés mobiles d'un système cellulaire
TW507148B (en) * 2001-05-18 2002-10-21 Mitac Int Corp Verification method for replying work sheets in a collaboration transaction system
US20020184147A1 (en) * 2001-06-05 2002-12-05 Boulger Gordon D. System for paying invoices
DE60133419T2 (de) * 2001-07-11 2009-05-07 Nokia Corp. Verfahren zur übertragung und zum empfang von dienstdaten, netzwerkelemente und kommunikationsnetzwerk und -system
US7272575B2 (en) * 2001-07-13 2007-09-18 Lilly Mae Vega Method and system for facilitating service transactions
TWI230878B (en) * 2001-08-24 2005-04-11 Via Tech Inc Method for remitting payment due
US7363250B2 (en) * 2001-09-28 2008-04-22 Chrysler Llc Market center based purchasing system and method
ITRM20010626A1 (it) * 2001-10-22 2003-04-22 Finmeccanica Spa Sistema automatizzato per la valutazione del valore aggiunto economico di singole commesse di una azienda e metodo automatizzato di funziona
US20030130820A1 (en) * 2002-01-07 2003-07-10 Lane George H. Work order system
US7908188B2 (en) * 2002-01-22 2011-03-15 Lavante, Inc. Method and system of managing accounts payable auditing data
US6663900B2 (en) * 2002-02-01 2003-12-16 Kemin Foods, Lc Microcapsules having high carotenoid content
US8818833B2 (en) * 2002-02-14 2014-08-26 International Business Machines Corporation Method and system for managing service requests across multiple systems
US7092913B2 (en) * 2002-02-26 2006-08-15 Cannon Jr Thomas Calvin System for inexpensively executing online purchases
US20030182206A1 (en) * 2002-03-07 2003-09-25 Hendrix Thomas R. Accounts payable electronic processing
US20030212617A1 (en) * 2002-05-13 2003-11-13 Stone James S. Accounts payable process
US6898435B2 (en) * 2002-07-16 2005-05-24 David A Milman Method of processing and billing work orders
US20040073503A1 (en) * 2002-10-15 2004-04-15 Ramon Morales Method and system for managing and processing service requests
US8429088B2 (en) * 2003-01-13 2013-04-23 Scott P. Kaplan On-location electronics troubleshooting services system
US6754605B1 (en) * 2003-04-15 2004-06-22 Lsi Logic Corporation Method and system for automating data storage array components testing with integrated work order dispatching
US7077646B2 (en) * 2003-08-29 2006-07-18 Jack Keith Hilliard Automated method for producing improved orthodontic aligners
US20050244768A1 (en) * 2004-04-28 2005-11-03 Eldad Taub Device and method for applying an abutment force between dental appliance and teeth
US7314372B2 (en) * 2004-05-19 2008-01-01 Orthovisage, Inc. System and method to bioengineer facial form in adults

Non-Patent Citations (2)

* Cited by examiner, † Cited by third party
Title
No Search *
See also references of WO2004097575A2 *

Also Published As

Publication number Publication date
WO2004097575A3 (fr) 2005-04-07
WO2004097575A2 (fr) 2004-11-11
AU2004235031A1 (en) 2004-11-11
EP1627279A4 (fr) 2006-12-06
US20080162249A1 (en) 2008-07-03
US20040220848A1 (en) 2004-11-04
CA2535399A1 (fr) 2004-11-11

Similar Documents

Publication Publication Date Title
US20080162249A1 (en) System and method for managing requests for services
US7856406B2 (en) System and method for managing accounts payable and accounts receivable
Schmid et al. Elements of a reference model for electronic markets
US7937329B1 (en) Method and system for remotely managing business and employee administration functions
US7328233B2 (en) Method and apparatus for implementing an active information model
US7925518B2 (en) System and method for payment of medical claims
US20040260601A1 (en) System and method for internet based procurement of goods and services
US20030014266A1 (en) Automated transactions of the funeral process
US20030220807A1 (en) Automated method and system for managing and/or transferring real estate information
CN101711396A (zh) 具有单据交换特征的建筑付款管理系统和方法
US20050203820A1 (en) Financial transaction modeling system
RU2331110C2 (ru) Компьютерная система и способ перевода денег
US8538788B1 (en) System for work order refinement prior to acceptance and methods thereof
US8386345B2 (en) Method and system for generating invoices with entitlements
US20040059583A1 (en) Temporary staff order and management system
US20090171743A1 (en) Service request system with natural service provider profiling and methods thereof
JP4889189B2 (ja) 支払代行対応資金管理システム、支払代行対応資金管理システム用プログラム及びそのプログラムを記録した記録媒体
JP7249311B2 (ja) 不動産契約支援システム
US20030220898A1 (en) Method and system for managing and/or transferring information
US20030177029A1 (en) Consulting contract settling system and method, recording medium, and computer data signal
JP2004094756A (ja) 資材融通支援システムおよび資材融通支援方法
JP2005157522A (ja) 不動産関連役務代行管理装置、同管理システム及び同管理方法
WO2001046854A1 (fr) Systeme et procede de gestion inter-entreprise du flux de travail et de documents
Waterfield Selecting and installing a portfolio management system
Intusatitayakul Maintenance service information system for IT solution provider

Legal Events

Date Code Title Description
PUAI Public reference made under article 153(3) epc to a published international application that has entered the european phase

Free format text: ORIGINAL CODE: 0009012

17P Request for examination filed

Effective date: 20051128

AK Designated contracting states

Kind code of ref document: A2

Designated state(s): AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HU IE IT LI LU MC NL PL PT RO SE SI SK TR

RAP1 Party data changed (applicant data changed or rights of an application transferred)

Owner name: COMPUTERREPAIR.COM, INC.

RIN1 Information on inventor provided before grant (corrected)

Inventor name: LEVENTHAL, JEFFREY P.

RAP3 Party data changed (applicant data changed or rights of an application transferred)

Owner name: ONFORCE, INC.

RIC1 Information provided on ipc code assigned before grant

Ipc: G06F 1/00 20060101AFI20060301BHEP

DAX Request for extension of the european patent (deleted)
A4 Supplementary search report drawn up and despatched

Effective date: 20061107

REG Reference to a national code

Ref country code: HK

Ref legal event code: DE

Ref document number: 1092554

Country of ref document: HK

17Q First examination report despatched

Effective date: 20080102

STAA Information on the status of an ep patent application or granted ep patent

Free format text: STATUS: THE APPLICATION IS DEEMED TO BE WITHDRAWN

18D Application deemed to be withdrawn

Effective date: 20080715

REG Reference to a national code

Ref country code: HK

Ref legal event code: WD

Ref document number: 1092554

Country of ref document: HK